Call Quality Assurance Analyst

Adecco Recruitment in Preston are currently recruiting for on behalf of our client, a Call Quality Assurance Analyst to work for a successful and growing business based in the Blackburn area.

This role is responsible for reviewing and providing feedback regarding the conversations that have taken place with customers (phone and field).

Working hours are Mon-Fri 9am to 5pm. We are seeking an experienced call audit / quality checking person for a new team.

Primary Duties:

The Call Quality Assurance Analyst is responsible for reviewing and auditing customer contact via our client’s Contact Centre

Advisors and our client’s Field Resolution Officers using call recording software and Voice Agent Recording Software (VARS). Responsibilities will also include the design, implementation, collation, review and investigation of customer survey responses.

You will be responsible for identifying areas of service improvements, developing programs that will improve the overall quality of the customer’s experience when interacting with our representatives. This will also include promoting and recognising best practice in line with regulatory requirements and operating guidelines including adherence with DPA, FCA, CSA, TCF, OFCOM, OFGEM, OFWAT.

The Call Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Management team. You will also monitor the result of any recommendations and implemented changes.

Key Relationships:

The Quality Assurance Analyst position requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships. You will also be responsible for facilitating calibration / group sessions to be delivered to include the Contact Centre and Field Performance Coaches and will report to the Head of Internal Operations.

This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment.

Responsibilities:

Analyse customer surveys to identify areas of service delivery that did not meet pre-established performance standards as well as areas that either achieved or exceeded the established standards.

Ensure that standards are met in line with regulatory and company guidelines adhering to processes relating to

DPA, FCA, CSA, TCF, OFCOM, OFGEM, OFWAT.

Provides structured and timely recommendations, verbal and /or written feedback to the Management Team.

Develops and conducts targeted group coaching sessions that address service quality deficiencies and / or improvement opportunities.

Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all customer contact teams in line with regulatory requirements and company best practice.

Uses system tools to gather data and analyse trends or patterns affecting quality.

Collaborates with colleagues to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

Primary Qualifications:

Previous experience in customer service and / or business process required.

A proven working knowledge of operational requirements surrounding DPA, FCA, CSA, TCF, OFCOM, OFGEM,

OFWAT.

Excellent email writing skills, specific to customer facing interactions.

Experience in coaching and training individuals or groups is essential.

Ability to negotiate and drive change across organisational areas and influence others outside of own work group.

Experienced at networking and building relationships with all levels of management and staff.

Excellent written, verbal, analytical and communication skills.

Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.

Please for immediate consideration

Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.